Your SlideShare is downloading. ×
Service Desk Cisco
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Service Desk Cisco

783
views

Published on


0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
783
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
5
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. HP ServiceDesk 4.5 Connector User Guide for Network Compliance Manager CiscoWorks Corporate Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 526-4100 Text Part Number: OL-11928-01
  • 2. HP ServiceDesk 4.5 Connector User’s Guide THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0601R) HP ServiceDesk Connector 4.5 User Guide for Network Compliance Manager © 2007 Cisco Systems, Inc. All rights reserved. 2
  • 3. HP ServiceDesk 4.5 Connector User’s Guide Table of Contents Section I: Getting Started .................................................................................................. 4 Section II: Installation ........................................................................................................ 4 Step 1: Locate the NCM HP ServiceDesk Connector ................................................... 4 Step 2: Download WinZIP ............................................................................................. 4 Step 3: Unzip NCM HP ServiceDesk Connector Components ..................................... 4 Step 4: Customizing the Configuration File................................................................... 5 Step 5: Configuring and Moving Components .............................................................. 5 Step 6: Restart the NCM Management Engine............................................................. 6 Section III: Using the NCM HP ServiceDesk Connector ................................................... 6 Creating and Updating Tickets...................................................................................... 8 Appendix A: System Requirements ................................................................................ 12 License........................................................................................................................ 12 Device Support............................................................................................................ 12 Appendix B: Accessing NCM Documentation ................................................................. 13 Appendix C: Event Rule Variables .................................................................................. 14 Appendix D: Obtaining Documentation, Obtaining Support, and Security Guidelines ... 16 3
  • 4. HP ServiceDesk 4.5 Connector User’s Guide Section I: Getting Started The CiscoWorks Network Compliance Manager (NCM) Hewlett Packard’s (HP) ServiceDesk Connector enables you to add NCM information into HP ServiceDesk incidents. You can: • Create a new trouble ticket based on NCM events, tasks, and notifications. • Update an existing trouble ticket with information from NCM devices, tasks, and events. This document includes information on how to integrate NCM with HP ServiceDesk. The term “trouble ticket” is used interchangeably with “HP ServiceDesk Incident.” Section II: Installation Step 1: Locate the NCM HP ServiceDesk Connector You should have received the NCM HP ServiceDesk Connector from Cisco. The NCM HP ServiceDesk Connector is named NCM_HPServiceDesk_connector.zip. The .zip file contains the following files: • ticketing_hpservicedesk.rcx • web-api.jar Step 2: Download WinZIP You will need to use a compress/decompress tool compatible with the ZIP format. Cisco recommends WinZIP. You can download an evaluation version at http://www.winzip.com. Step 3: Unzip NCM HP ServiceDesk Connector Components Use the unzip tool to uncompress the NCM HP ServiceDesk Connector components. Store them in a temporary location. To launch WinZIP, double click the connector ZIP from a Windows Explorer view. 4
  • 5. HP ServiceDesk 4.5 Connector User’s Guide Step 4: Customizing the Configuration File Features that must be configured for the NCM HP ServiceDesk Connector to work properly are highlighted in bold text. Keep in mind that the file being customized is RENDITION_HOMEjreticketing-hpservicedesk.rcx. Feature Description ticketing/plugin/factoryClass Configures NCM for the correct ticketing system plug-in code. Do not change. ticketing/history/summary The title of the history record that is written by NCM. ticketing/hostname/default/<hostname> The hostname or IP address of the HP ServiceDesk server. ticketing/webui/enabled This must be true for the NCM user interface to open. Do not change. ticketing/user/<hostname><username> Configures the HP ServiceDesk user. ticketing/password/<hostname><password> Configures the HP ServiceDesk password. ticketing/incident/summary Text to use for HP ServiceDesk incident record created by NCM in the summary field. ticketing/incident/status Status for an HP ServiceDesk incident created by NCM. ticketing/incident/severity Severity status for an HP ServiceDesk incident created by NCM. ticketing/incident/priority Priority status for an HP ServiceDesk incident created by NCM. ticketing/incident/service Service Status for an HP ServiceDesk incident created by NCM. ticketing/incident/deadline Deadline Date for an HP ServiceDesk incident created by NCM. Step 5: Configuring and Moving Components Install the configuration file to directories on the NCM server that will integrate with HP ServiceDesk. Be sure to: • Copy ticketing-hpservicedesk.rcx to RENDITION_HOMEjre • Copy web-api.jar to RENDITION_HOMEserverextjbossserverdefaultlib Note: RENDITION_HOME is the where the NCM client is installed. 5
  • 6. HP ServiceDesk 4.5 Connector User’s Guide Step 6: Restart the NCM Management Engine To restart the NCM Management Engine: 1. Login to NCM. 2. On the menu bar under Admin, click Start/Stop Services. The Start/Stop Services page opens. 3. Under Management Engine, click the Restart button. Section III: Using the NCM HP ServiceDesk Connector The NCM HP ServiceDesk Connector is configured via the NCM Email Notification & Response Rules system. The “create/add to ticket” action can be taken for any event, just as any event can send an email message to an administrator. The event fields include: • Ticketing system hostname  A DNS hostname or IP address for the HP ServiceDesk host. This host must be configured with a username/password in the configuration file as described in Section II of this document. • Event Description  This is used for the body of the ticketing system history record when NCM creates or updates the ticket. You can create any text, including the event rule variables described in Appendix B. Note that some variables are only available for some event types. It is a good idea to create different event rules for different event types. A ticket number can be entered for a: • Device • User Configuration Policy • Configuration Policy Rule • Event • Task The appropriate ticket number is used when an event occurs related to that entity, as described in the following table. Keep in mind that if there is more than one entity issued for an event, the event is listed in the order of preference. Event Ticket Number From: Device added Device Device removed Device Device disabled Device Device managed Device Device unmanaged Device Command script pass/fail Device 6
  • 7. HP ServiceDesk 4.5 Connector User’s Guide Diagnostic pass/fail Device Device snapshot taken Task/Device Device data deploy Task Deploy software Task Vulnerable software detected Device Password change task failed Task Scheduled for deploy software edited Task Device authorization changed Task Reload device succeeded Task Reload device failed Task Device last auth changed Device Diagnostics changed Task Configuration policy alert (non-compliance) Policy /Device Device configuration change Device Device access failure Device Device info change Device Module added / deleted Device Session closed (log created) Device Keep in mind the event triggers the ticket number provided by the event rule for an indefinite time period. For example, if configured to update a ticket for creation of a NCM user, the same ticket would continue to be updated anytime the user’s permissions changed, and eventually when the user was deleted. If work on the ticket is complete and ticket updates are no longer required, you should remove or disable the event rule. 7
  • 8. HP ServiceDesk 4.5 Connector User’s Guide Creating and Updating Tickets The steps for configuring an event to automatically create a ticket in HP ServiceDesk are as follows. 1. In NCM, on the menu bar select Admin and click Event Notification & Response Rules. The Event Notification & Response Rules opens, where you can view all of the current Event Rules. 2. Click the New Event Notification and Response Rule link located in the upper right corner of the page. The New Event Notification & Response Rule page opens. 3. In the “Add Email & Event Rule named” field, enter: HPServiceDesk. 4. In the “to take this action:” field, click Create/Add to Ticket. The display is refreshed. 5. In the “when the following events occur” field, click Device Added. 6. In the “Ticketing System Hostname” field, enter the name or IP address of the HP ServiceDesk server, for example: hpconnector. 7. Click the Save Rule button. The rule is shown in Event Notification & Response Rules page (as shown below). 8
  • 9. HP ServiceDesk 4.5 Connector User’s Guide 8. The Edit option in the Actions column on the Event Notification & Response Rules page enables you to review the event rule and edit it if necessary. Click Edit. The Edit Event Notification & Response Rule page opens (as shown below). You can select the event(s) to which the event rule applies. Using HP ServiceDesk, you can track the activity of existing tickets, for example Incident 173 (as shown below). 9
  • 10. HP ServiceDesk 4.5 Connector User’s Guide To obtain historical information on an existing ticket, click the History tab (as shown below). In NCM, on the Device Details page you can enter a ticket number and click Update Ticket (as shown below). 10
  • 11. HP ServiceDesk 4.5 Connector User’s Guide When you update a ticket in NCM, the event is created in HP ServiceDesk (as shown below). To update an existing HP ServiceDesk ticket via a NCM task, be sure to include the ticket number in the Task Options section. A sample Take Snapshot task is shown below. 11
  • 12. HP ServiceDesk 4.5 Connector User’s Guide Appendix A: System Requirements To install the NCM HP ServiceDesk Connector, you will need a server with at least the following: Hardware As recommended in the HP ServiceDesk documentation Processor Pentium 4, 2.2 GHz RAM 512MB or greater Hard Disk 512 MB free space Operating System Windows 2000 Server, SP2 or higher or Windows 2003 Server Notes The NCM server should not be installed on the same system as HP ServiceDesk. Third Party Applications • Microsoft Internet Explorer 5.5 or higher • Microsoft Excel 2000 (or higher) (optional) • HP ServiceDesk, Version 1.0 (Windows) License NCM requires a valid license to run. You should have received a license file when you purchased NCM. This license is installed on the NCM server. Device Support NCM supports routers, switches, firewalls, load balancers, and other network devices from Nortel, Cisco, Extreme, Foundry, Net Screen, F5, Check Point and other vendors. Refer to the Device Driver Reference for the current list of available drivers. 12
  • 13. HP ServiceDesk 4.5 Connector User’s Guide Appendix B: Accessing NCM Documentation NCM comes with ample user documentation. To open any of the available documents, when logged-in, on the menu bar click Docs. The CiscoWorks Network Compliance Manager Documentation page opens, where you can select from the following documentation: • User Guide for Network Compliance Manager 1.2 • Device Driver Reference for Network Compliance 1.2 • API Reference Guides for Network Compliance 1.2 NCM also has online Help that you can access via the Help link at the top of each page. All documentation, including this document and any or all of the parts of the NCM documentation set, might be upgraded over time. Therefore, we recommend you access the NCM documentation set using the Cisco.com URL: http://www.cisco.com/en/US/products/ps6923/tsd_products_support_series_home.html The Docs tab visible from within Network Compliance Manager might not include links to the latest documents. 13
  • 14. HP ServiceDesk 4.5 Connector User’s Guide Appendix C: Event Rule Variables Variables available in all events • $EventID$ (NCM' identification number for this event) • $EventType$ (type of event) • $EventDate$ (date event occurred) • $Event Text$ (event details) • $EventUserName$ (NCM user name of the user associated with this event) • $EventUserEmail$ (email address of the user associated with this event) • $Local Hostname$ (host name of the NCM server machine) • $LocalHostAddress$ (IP address of the NCM server machine) • $AppURL$ (NCM application URL, i.e. https://host/ - used to put links to NCM directly into email messages) • $TaskID$ (maybe the string null if the event is not associated with a task) Variables available in all device events (event types starting with "Device") • $DeviceID$ (NCM' identification number for the device) • $HostName$ (host name) • $IPAddress$ (primary IP address) • $FQDN$ (fully qualified domain name) • $Vendor$ (device manufacturer) • $Model$ (device's model number) Variables available in all device configuration events (event types starting with "Device Config") • $DataID$ (NCM' identification number for the latest configuration) • $Comments$ (configuration comments) • $Diff$ (textual diff of the configuration changes) Variables available in all device diagnostic events • $CurrentDiag$ (the text of the current diagnostic) • $PreviousDiag$ (the text of the previous diagnostic) • $Diff$ (textual diff of the changes between current and previous) Variables available in all device events associated with a task (such as approval events) • $ApproverEmails$ (comma separated list of email addresses of the approvers for the task) • $FyiEmails$ (comma separated list of email addresses of the FYI recipient for the task) • $OriginatorEmail$ • $OriginatorName$ • $TaskName$ • $TaskComments$ 14
  • 15. HP ServiceDesk 4.5 Connector User’s Guide • $ApprovalPriority$ • $ApprovalDate$ • $TaskDevices$ (new line separated list of devices affected by the task) • $TaskFrequency$ • $TaskScheduleDate$ Note: All variable names are case-sensitive. 15
  • 16. HP ServiceDesk 4.5 Connector User’s Guide Appendix D: Obtaining Documentation, Obtaining Support, and Security Guidelines For information on obtaining documentation, obtaining support, providing documentation feedback, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What’s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html 16